Call Intelligence Implementation for Team Performance

This case study discusses the implementation of RealPage Knock Call Intelligence at Western Wealth Communities, aimed at enhancing team performance through effective call analysis. The document outlines the challenges faced by Western Wealth, particularly the inadequacy of their existing call auditing methods, which did not provide sufficient insights into staff performance. The solution involved adopting an AI-powered system that captures and analyzes every phone interaction between prospects and leasing teams. This implementation has led to an 80% reduction in call-auditing time and has enabled the training manager to identify training opportunities that were previously overlooked. The insights gained from the call analysis have facilitated self-evaluation and growth among staff, improving overall employee performance and increasing conversion rates. The integration with Knock CRM further enhances the effectiveness of the solution, allowing for a comprehensive view of team performance across multiple properties.